CustomerSatisfaction

Good communication is key in determining how pleased clients are with their brokers, and there has been a dip in satisfaction. But its not because advisers are communicating less with their clients than they did before the recession. Actually, it's quite the opposite.

The power of customer satisfaction is on the rise, as sites like Angie's List and Yelp grow ever more popular. According to a recent survey, 70% of Americans are willing to spend an average of 13% more with companies that provide "excellent" customer service. That's up significantly from 2010.

The American Customer Satisfaction Index's annual report on airlines showed Southwest still on top of the rankings, and far ahead of No. 2 Continental. Southwest even improved its score, a rare bright spot in an industry that came in last overall in customer satisfaction among those the ACSI rates.